UPDATE: Martin Automotive Group Damages my new CTS V Coupe

Earlier I shared with the community details on how my dealer, Martin Automotive Group, damaged the paint on my brand new Cadillac CTS V Coupe purchased December 29th, 2012. Since that time the car has been at the dealership for nearly 3 weeks in an attempt to correct damage done to my car by this dealer.

You can read the first two links for background on how Martin Automotive Group damaged my new CTS V Coupes black paint.

After damaging my new cars paint Martin Automotive Group agreed to replace all of the black chrome they damaged in the process of creating deep swirl marks and holographing in my brand new CTS V Coupe’s black paint. They also agreed to pay an independent detail house specializing in paint restoration to remove damage they did to my cars paint when they were done replacing damaged black chrome with new black chrome. I dropped my car off at the dealer on 3/4/13 to have the black chrome replaced as well as the powder-coated rim they damaged replaced. I made a special point to let the dealer know that under no circumstances were they to touch my cars paint, not even to wash the car and that they were forbidden to take a wheel or any power tools to the paint as this was to be handled by an independent third party of my choosing. They agreed to my terms and promised not to touch the paint or to detail the paint in any way. While the car was in their care I called on two separate occasions to confirm they were not detailing or washing my cars paint as I did not want them to further damage or weaken my cars already taxed clear coat. Bruce Benning the head of the service department and Pierre my service adviser both assured me they were not touching the paint.

The work was to be completed by the end of the week 3/8/13. On Friday the 8th I received a call telling me that they needed the car over the weekend as some of the black chrome pieces were taking longer to get back from the plater then anticipated. Then on Monday the 11th I was told the car would not be done until Wednesday or Thursday the 14th. Late Thursday March 14th my service adviser Pierre called to inform me the car would not be finished until Friday the 15th or Monday the 18th and that he would call and let me know when the car would be ready to pick up.

At this point I know something is wrong so I drive over to the dealer Friday morning March 15th. When I get there I ask Pierre to show me my car. He seemed unclear where the car is and calls around to find its location and asks "did someone call you to come and get you car?". He appears to be stalling and informs me the car is “in the back”. When I ask if he will take me to my car he tells me he is waiting for someone to assist us. I immediately walk to the back of the service department and eventually find my car in the detail shop where my car was in the process of being polished with the drivers side window down. The car has wet polish and swirl patterns where the polish is still moist. A few minutes later Pierre shows up and tells me the car was only polished “by hand”. He even calls the detailer over who insists he never took a wheel to my car. Around this time Bruce the head of the service department shows up and insists the car did not have the wheel taken to the paint. I then show both Bruce and Pierre wheel patterns in the still wet polish and they act surprised and call the General Manager to talk with me.

When the GM arrives I show him the polish and wheel patterns in the paint in violation of our agreement and he acts surprised. He then calls the detailer over who shows us what he used on my car- an electric polisher with a wheel. The GM then looks me dead in the eye and tells me the tool they used was not a “wheel”. I inform the General Manager whose name escapes me that I will under no circumstances take delivery of this car and that they must replace it with a new CTS V Coupe to which he informs me, “this is why we have attorneys”.

While driving home from the dealer in my ’09 Escalade I call General Motors customer service and finally get through to the 4th service specialist to handle my case. He informs me there is little else GM can do to assist me. He does however tell me my complaint with Martin Automotive Group will be “duly noted”.

I have no idea if Martin Automotive repainted portions of my car over the past two weeks while the car was in their care. I know they repainted portions of the front drivers side corner panel above the left front wheel the first time I brought the car to them to fix their mess so it would not surprise me. I also feel that at this point the clear coat is compromised and that the life of my paint will be shorter than it would be had they had not taken a wheel to the paint in the first place. Perhaps after examining the car they realized the professional detail would conclude the paint was beyond repair in spots? I can only speculate at this point why they reneged on their promise to only replace the black chrome and rim before letting a professional detailer fix the paint at their expense.

At this point I will not accept a ten-week old car that has been at the dealer for three weeks, had its paint polished 3 times with electric polishing tools to the point of destroying the black chrome and damaging the clear coat, has been repainted in places, and will need a 4th go around with abrasive polish to correct problems created by the dealer while further weakening the clear coat lessening the life span of my new car's paint. I bought a new car and paid a new car price for a car I intend to hold on to for 20 years. I did not buy a used car nor did I pay a used car price. I certainly did not purchase a project car when I bought a new CTS V Coupe on December 29th, 2012.

What is clear is that Martin Automotive Group damaged my new CTS V’s paint and then lied to cover up their mistakes. And though it’s too late now, it's clear they had zero intention of paying the independent detail house to correct my paint as they promised they would do.

As the General Manager of Martin Automotive Group has escalated this matter to a legal issue, If anyone has recommendations on how to move forward with a law suite as well as any other measures I can bring to bear against Martin Automotive Group, I would love to hear from you. In fact any recommendations at all will be much appreciated.

Re: UPDATE: Martin Automotive Group Damages my new CTS V Coupe

I think you were being more than fair. Honestly I thought you wanted a new car from the last posting and thought they were in the process of making it happen .

Why they buried themselves further into this problem is totally mind blowing. Management needs to be dealt with at that dealership time to go to lunch with the owner and let him know whats up

btw- I did just look at your pictures the machine they used was a dual action machine, not traditionally what others would call a wheel- but regardless you told them not to detail it at all that is the real issue here.

WOW!! That post really made my blood boil. I say the gloves are off. Definitely find the owner and clue him in. Find out what else you can sue for. You want a brand new car, you want to be reimbursed for the loss of use for your car, your time on the phone and going to the dealer. I'm sure there are many other things that a lawyer can think up.
If a lawyer sends a letter to the owner with an intent to sue with a high, but not ridiculous, dollar amount the owner might make it right. That might only cost you a couple hundred dollars which the owner should pay you back out of the general managers salary.
Good luck. I hope it works out and that every employee at the dealership involved in this loses their jobs

Re: UPDATE: Martin Automotive Group Damages my new CTS V Coupe

The machine in the picture is a Porter Cable 7424 and should not cause more damage unless they are using polishing compounds they should not be using. The device itself is pretty safe for paint. It is a DA not a rotary polisher and is pretty much the standard for the DIY detailer. That being said, the fact that they have repeatedly lied to you would have my blood boiling as well. I think you have been more than patient. Cadillac should step up and help even though it is not really their fault. They have a very unsatisfied customer and what seems like a totally incompetent dealer. This is a brand new 70K car. Legal action seems like your only recourse if GM does not step up and intercede on your behalf. This is just horrible. So sorry you are going through this.

Re: UPDATE: Martin Automotive Group Damages my new CTS V Coupe

I honestly think this is the last GM car I will ever purchase which is too bad as I was looking forward to the upcoming Ciel. Looking back, I've never had any issues not solved to my complete satisfaction with new BMW's and Mercedes Benz. This actually is my second new General Motors car (save for an '85 Fiero- yea I know and... it had issues). Quite honestly my dealer experience with the '09 Escalade was a little sub par, but nothing compared to the saga I now find myself in. I'll post my experiences with General Motors "Customer Service" later barring any last minute move on GM's part to step up and do the right thing. I'm not holding my breath.

One thing's certain, General Motors has a lot to learn where the high-end luxury consumer is concerned.

Re: UPDATE: Martin Automotive Group Damages my new CTS V Coupe

BBB is a joke. I wrote them about illegal and unethical practices by a medical supply company and all they did was send the company a letter and in 90 days sent me a letter saying "They did not respond so we cannot pursue further".

Contact the State Attorney General. Most have some way of filing a complaint on line. They actually really helped in my situation. You can do this all yourself without getting a lawyer involved. If you then need to get a lawyer you will have the case with the State AG documented.

Re: UPDATE: Martin Automotive Group Damages my new CTS V Coupe

Originally Posted by Mike02z

Contact the State Attorney General. Most have some way of filing a complaint on line. They actually really helped in my situation. You can do this all yourself without getting a lawyer involved. If you then need to get a lawyer you will have the case with the State AG documented.

Good advise, thanks

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Originally Posted by turbol15

3rd call your local news etc

I was contacted earlier by a reporter for The Los Angeles Times asking for information and to see the car. A few days later and the dealership finally got back to me- nearly two weeks after I showed the service manager Bruce the damage his detail department did to my car. I then met with the dealership's GM and we reached an agreement so I put the Times reporter on hold. Since leaving the dealership today I have again reached out to the Times reporter. Hopefully they run a story in their Sunday edition. That would be great.

Re: UPDATE: Martin Automotive Group Damages my new CTS V Coupe

BTW, L.A. chapter of BBB has lost their affiliation for unethical business practices, it was on the local news this week.

I would contact the A.G., as mentioned, but also lawyer up.

I know an attorney near Martin, who is a nice enough that I don't think he'd rip you off, and if he thinks it's not for him, he'd probably refer you to someone he knows.

I'm not an attorney, but the fact that you have a written agreement about them not doing the work, then they violated it, seems like a very solid case. Now, to say a judge would rule the entire value of the car in your favor, might be a stretch. But you could get damages in excess of $10K, plus whatever the judge feels is appropriate for the all lies and aggravation done to you.